FREQUENTLY ASKED QUESTIONS

FREE TASTER DAY VISIT  FOR ALL NEW GUESTS

Can I view the Dog Hotel?

Yes, you can!

We offer a free Taster Day for all new guests.  This allows you and your dog(s) to see our hotel, the opportunity for us to answer any questions you may have and to assess your dog to ensure that they will be comfortable staying with us.

The Taster Day - What do I need to know?

At Pets World Kent Dog Hotel, we always insist on a Taster Day before you book your dog(s) in for a stay.  The visit for your dog(s) lasts from 10.00 am to 2.00 pm.

This Taster Day visit is an opportunity for your dog(s) to get to know us and for us to get to know them so that they’ll be more relaxed when the time comes for their stay.

Please also bring your dog(s) vaccination certificate when you come to visit us for your Taster Day.  The Kennel Cough vaccine MUST be administered at least two weeks before their stay with us.

How do I book a Taster Day?

Please fill out the form on this page and we will be back to you during our opening hours to arrange a mutually convenient time for your visit.

What vaccinations will my dog need?

We require all dogs to be fully vaccinated against Canine Distemper, Canine Parvovirus, Infectious Canine Hepatitis (commonly combined and known as DHP) and Canine Infectious Tracheobronchitis (also known as Kennel Cough). We require new or re-started courses of vaccinations to be completed a minimum of 10 days prior to arrival at our hotel. Vaccinations must be within date for the duration of your pet’s stay, if their annual vaccination is due during their stay this must be administered prior to arrival.

We will require you to bring proof of your pet’s vaccinations on their first visit and after each annual booster vaccination.  It is your responsibility to remember this.  Please add it to your diary as we can’t take dogs whose vaccinations are out of date.

Does my dog need insurance?

It is strongly recommended that owners provide their own pet insurance for the duration of their pet’s stay. We will require proof of insurance on check-in.  Any veterinary attention required during the pet’s stay is at the expense of the owner/legal guardian.

Pets World reserve the right to recover any addition and reasonable costs incurred as a result of your pets stay including staff and travel expenses.

Can I make a provisional booking?

We are unable to accept provisional bookings and any bookings where your invoice has not been paid cannot be guaranteed.

What should I bring? Do I need to bring his/her own food?

Please bring your dog’s own food and treats (enough for the duration of their stay, allowing 2 days extra). We are also able to accommodate raw diets as long as the meals are stored in individual bags/tubs for ease of storage/preparation.  If your dog is on UboDog, we can provide this for your dog at a small extra daily charge.

You are welcome to bring your dog’s own bedding but if you’d prefer we can provide our own pro-fleece bedding on raised beds.

My dog is on medication, can he/she still come to your pet hotel?

Yes, we are able to administer medication as long as the dog is accepting of it and the timeframe required fits into our routine. If your dog has specific medication requirements please contact us directly to discuss this as it may incur a small additional charge.

How often will my dog be exercised?

Exercise is extremely important and at the heart of our daily routine, in fact we spend the majority of our day walking! Each of our canine guests is walked four times a day, this ensures that they are mentally stimulated and enables them to keep their usual toileting habits during their stay with us. We have various enclosed exercise areas in which the dogs are able to exercise off lead and also a large grass field, we alternate the location of their walks to give them a variety of sights and sniffs each day.

My dog has not been spayed, is she able to stay at your hotel?

Unfortunately we are not able to accommodate unspayed bitches over 6 months of age due to the disruption that it would cause to our other guests if she were to come in to season during her stay. We pride ourselves on keeping stress levels to a minimum and it would be extremely frustrating for our male guests if they were within close proximity to a bitch in season.

My dog hasn’t stayed in a kennel before, will he/she be ok overnight?

Lots of our customers have never used a kennels before as they couldn’t find one which they were happy with. Our advice is to visit us, we are most certainly not a traditional kennels; our caring staff are proud to offer our canine guests a 5* holiday within our purpose built climate controlled rooms.

We give you peace of mind through our free trial days which allow your dog to experience our hotel and our routine prior to their first overnight stay, this also gives us the opportunity to show you our facilities, answer any questions you have and assess your dog to ensure that they will be comfortable staying with us.

We find that our guests settle in to our hotel extremely quickly due to their trial day and the regular walks that our experienced staff provide. We also check each of our guests via our in-kennel CCTV cameras every evening, we love to see them snoozing on their beds dreaming of the exciting day they have ahead of them!

Will I be able to find out how my dog is during his/her holiday?

Of course! We have a private Facebook page which you can join to see what he/she gets up to whilst on holiday with us we post photos every two/three days).  Please search for “Pets World’s Luxury Pet Hotel” and request to join the group.  

I am going away in winter, will my dog be warm enough?

Yes! Our kennels are located in a secure, climate controlled building to ensure that your pet is kept at a comfortable temperature all year round.

Will my dog meet other dogs during his/her holiday?

We walk all of our guests individually (or in family groups if you have more than one dog) unless you request that they are socialised with other dogs, this enables us to find out about your dog’s particular likes, dislikes and playstyle and to subsequently match him/her with appropriate playmates.

What happens if my dog is unwell?

If we have any concerns regarding your dog’s health we will consult our local veterinary practice where, if necessary, we will transport your dog to. In the case of minor treatments and medications, we will inform you at checkout.  In the case of emergencies and/or major treatments we will contact you (or your emergency contact if you are not available) to inform you of the situation and take appropriate action to ensure the health and wellbeing of your dog.

All customers must read and sign our terms and conditions on their first visit to give us permission to authorise veterinary treatment on their behalf; owners are responsible for the cost of all veterinary visits/treatments.  We strongly advise you to insure your pets.

Cancellation Policy

In the event that you need to cancel your booking please note our cancellation policy. This policy is applicable in all cases of cancellation and is strictly enforced. No cash refunds will be available.

All cancellations or amendments must be in writing. We cannot accept cancellations made via telephone. All payments are non-refundable.

28+ days notice: Credit payment for future booking minus a £50 admin fee.

Less than 28 days notice: Full payment of booking will be forfeited.

In extraordinary circumstances, we may have to make the decision to cancel a booking. In this situation clients will be entitled to either a customer credit for the payments applied to the affected booking(s) or a refund; clients will not be entitled to any other form of compensation.

We would also advise that you purchase holiday insurance to cover any Pet Hotel cancellation costs that may be incurred.